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Steven Fonseca is an experienced engineering professional currently serving as a Senior Manager Engineering IPT at TTEC since July 2018, following a progression as a Senior Escalation Engineer IPT. Prior to TTEC, Steven worked at SYKES from September 2008 to June 2018, where roles included Team Lead for CUCM in Cisco TAC, acting as an escalation point for Tier 1, 2, and 3 voice engineers, as well as a Voice Support Engineer for CUCM. Steven holds a Diplomado en Electronica from Colegio Universitario de Cartago and is a certified CCIE # 57656 in Collaboration from Cisco.